Top Customer Experience Quotes & Sayings

Bury My Heart is a life-altering approach to turning managers into unconditionally committed leaders. — Stan Slap

The question is not how to get managers' emotional commitment but why manager's don't give it even if they like their company. — Stan Slap

Man is born to dream, to be enlightened, to connect and to be fulfilled. Managers are too. — Stan Slap

There's something else about this list that really jumps out. Take another look at the top five attributes listed there - the key characteristics defining a world-class sales experience: Rep offers unique and valuable perspectives on the market. Rep helps me navigate alternatives. Rep provides ongoing advice or consultation. Rep helps me avoid potential land mines. Rep educates me on new issues and outcomes. Each of these attributes speaks directly to an urgent need of the customer not to buy something, but to learn something. They're looking to suppliers to help them identify new opportunities to cut costs, increase revenue, penetrate new markets, and mitigate risk in ways they themselves have not yet recognized. Essentially this is the customer - or 5,000 of them at least, all over the world - saying rather emphatically, "Stop wasting my time. Challenge me. Teach me something new. — Matthew Dixon

A company at the top of its game has accumulated a number of rules of thumb - implicit assumptions and beliefs about what has been central to its success. New technologies and business models belie or change some of those assumptions, but they only seem sensible if the management team can become aware of those implicit assumptions and mind-sets and suspend them for a moment to contemplate the change. It's very hard to do that with the inherited wisdom, experience, and lore of a company. This is why the failures of incumbents to capture the benefits of disruptive innovations are a result not of bad managers, but of good managers practicing what they have done best. Incremental innovations can quickly be scaled and incorporated. Disruptive innovations require changes in customer sets, business models, or performance metrics that are no longer consistent with what led to success in the past. — Stefan Heck

The personal values managers reported being the most under pressure to compromise to do their jobs successfully: 1. Family 2. Integrity. — Stan Slap